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E96019
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刻板印象對領隊角色扮演與服務品質知覺影響之研究
The Effects of Stereotypes on Perceptions of Tour Leaders\' Role-playing and Service Quality
1.駱香妃
1.Hsiang-fei Luoh
1.台北海洋技術學院餐旅管理科
1.Department of Restaurant Management, Taipei College of Maritime Technology
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1.台北海洋技術學院餐旅管理科
1.Department of Restaurant Management, Taipei College of Maritime Technology
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1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2007-08-01
A.14 計畫執行期間(訖):2008-07-31
2008-07-012008-07-31
A.16 收到日期:2008-11-04
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有參加過國外團體旅遊之人

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C.2 聯絡日期:2008-11-06
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1.台北海洋技術學院餐旅管理科
1.Department of Restaurant Management, Taipei College of Maritime Technology
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C.7 資料公開日期:2013-08-01
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1.刻板印象
2.角色扮演
3.服務品質知覺
4.領隊
1.Stereotype
2.Role-playing
3.Perceptions of service quality
4.Tour Leader
 本研究旨在探討顧客性別/年齡刻板印象對領隊角色扮演與服務品質知覺之影響,並進一步釐清服務提供者性別/年齡刻板印象、性別/年齡群內偏見及顧客的性 別/年齡對領隊角色扮演與服務品質知覺之可能干擾。分析之自變數為領隊性別/年齡,依變數為領隊角色扮演與服務品質知覺,干擾變數為服務提供者性別/年齡 刻板印象、性別/年齡群內偏見及顧客的性別/年齡。研究採實驗問卷法,以各種不同人口統計變項的志願者為施測對象,共得有效樣本近1200份。研究結果顯 示受測者對女性/中年領隊之角色扮演或服務品質普遍較男性/年輕領隊好,且領隊性別/年齡刻板印象會干擾受測者對服務品質某些構面的知覺。研究結果將提供 旅行業者在人力資源管理與行銷擬定之參考。

This study investigates how gender/age stereotypes affect the perceptions of tour leaders’ role-playing and service quality. Furthermore, the study clarifies the moderating effects regarding “server gender/age stereotype”, “gender/age in-group bias” and “customers’ gender/age” on perceived role-playing and service quality of tour leaders. The study uses the experimental questionnaire method on various demographic statistics variables of volunteers as response subjects. A total of 1200 questionnaires were retrieved. The results showed that the respondents’ perceived role-playing and service quality on tour leader with female/ middle-aged appearance was better than the one with male/young appearance. Furthermore, the tour leader gender/age stereotypes could influence the respondents’ perceptions on some dimensions of service quality under favorable or unfavorable service quality conditions. Results should further light to the stereotype effects on the perceptions of role-playing and service quality, and can be valuable in service marketing and human resources management for travel agent.

D.16 完成檢誤日期:2011-09-26
D.17 預定釋出日期:2013-08-01
D.18 初次釋出日期:2013-08-01
D.19_1 最新版釋出日期:2013-08-01
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10.6141/TW-SRDA-E96019-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E96019
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